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7/30/2019 Six Sigma Project Example
1/16
Improve Cleaning
Process for SmokingRooms
www.wyrickenterprises.com 949-461-0279www.wyrickenterprises.com 949-461-0279
7/30/2019 Six Sigma Project Example
2/16
Define Project Definition
Business CaseA metropolitan hotel has 838 guest rooms, of which 79 are designated smokingrooms. This represents 9.4% of the total room inventory. The number of designated smokingrooms has decreased over the last four years from 148 rooms to the current level due to roomtype changes based on historical need. Room Attendants assigned to clean more than 7smoking rooms per shift are assigned one less room than their counterparts in non-smokingrooms, but there are otherwise no specialized tools, products or processes for cleaning smokingrooms.
Problem/Opportunity Statement Designated smoking rooms are currently cleaned in theexact same manner as a non-smoking room. Although the number of Smoking rooms has
declined by 46% in the past four years, there are still instances in which guests requesting anon-Smoking room are placed in Smoking rooms due to an oversell situation in non-Smoking.These guests typically register complaints with the Front Desk regarding the odor in the room.We also receive occasional complaints about non-smoking rooms smelling like smoke. Inaddition, even guests that smoke at times complain about the odor in their smoking room. All ofthese situations are considered Defects and cost the hotel a compensation to the guest. Therewere 41 room odor defects and 2 hallway odor defects reported to the Front Desk for the periodDecember 1, through February 28, which cost the hotel $1384.
Scope This project will potentially involve the entire housekeeping team, and maintenanceengineers. A new process for cleaning smoking rooms, and non-smoking rooms that have been
smoked in should be identified through this project. We will also determine if our inventory ofnon-smoking rooms is optimal.
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Define Project Definition
Goal Statement: The primary goal of this project is to reduce the number of guestcomplaints about smoke/odor, focusing on guests staying in designated smoking rooms. Weexpect to realize a 25% reduction in our Service Promise compensation for odor in rooms,saving the hotel approximately $1,384 annually. Creating a new process for cleaning rooms
that have been smoked in will also improve Cleanliness GSI scores and will be viewedfavorably by the room attendants.
Key Assumptions: 1. Guests will have a higher level of satisfaction if the rooms donot have a smoke odor. 2. Room attendant attitude toward cleaning smoking rooms willimprove if a process is developed to reduce/eliminate the smell of smoke in the rooms.
Risks: 1. The new process may be labor intensive and reduce productivity in these areas.2. Additional cleaning products may be needed, adding costs to the room cleaning process.
www.wyrickenterprises.com 949-461-0279
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Define Impact vs. Effort
Impact vs. Effort Scoring (High = 5, Medium = 3, Low = 1)
Impact: Effort:
Rev. Growth 0 - Personnel Requirements 3
Cost Reduction 1 - Length of Project 1
GSI Improvement 1 - One-time Cost 1
ASI Improvement 1 - Risk of Project 1
Resources Required: Hotel Manager, Director of Rooms, ChiefEngineer, Housekeeping Manager, Service Promise Agent, RoomAttendant
www.wyrickenterprises.com 949-461-0279
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Define - SIPOC
1/23/03 *Key process steps are shown in BOLD text
Supplier(s) Inputs Process Outputs Customer(s)
Improving Smoking Rooms Cleaning SIPOC Diagram
Make Reservation
Check-In
Check-Out
Clean Room
Decision to stay in a
hotel; Roomavailability
Arrival at hotel;
confirmation #;
vacant clean room;
pre-blocking of
rooms
Occupied room
VD or OD room
Guest; Hotel
room inventory
Guest; DORM;
Housekeeping;
Reservations;
Front Office
Guest
Housekeeping;
Guest; Galaxy
Confirmation #; Special
requests
Room Assignment;
Occupancy; Guest
Satisfaction; Change in
hotel rooms inventory
Rooms Revenue;
Vacant, dirty room (occ
dirty in stayover
rooms); Guest
Satisfaction; Service
Promise Invocation
VC or OC room;
change in room
inventory; Associate
Satisfaction
Guest; Front
Office; HSKP;Reservations;
DORM;
GM/Hotel;
Guest; Front
Office; Future
guests
Housekeeping;
GM/Hotel
Front office;
New guest or
stayover guest
www.wyrickenterprises.com 949-461-0279
7/30/2019 Six Sigma Project Example
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Define External Customer*Requirements
CUSTOMER*
COMMENT
IMAGE OR
ISSUE
REQUIREMENT
Our room is nice and clean,
but I can smell smoke.
Please do something to
remove the smell.
My bedspread stinks.
Please change it with a new
one.
The smell in this room is
too strong. The hallway too,
smells too smoky.
Smoke odor in room
Smoke odor in bedspread
Smoke odor in room andhallway
*Note: Customer is Guest on a smoking f loor who is a self-identified
smoker - from Service Promise interactions
Odor-Free room
Odor-Free soft goods in room
Odor-Free room
Odor-Free hallway
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Define External Customer*Requirements
CUSTOMER
COMMENT
IMAGE OR
ISSUE
REQUIREMENT
*Note: Customer is Guest who is a self-identi fied non-smoker in a non-
smoking room - from Service Promise interactions
We need our room cleaned right
away. Please use something toremove the smelly smoke in our
room. (730)
I was going out and when I
opened the door, I smelled
tobacco. Its horrible. (3024;
floor is 1/2 smoking; 1/2 non-smoking)
When we made our reservations
we made it clear that we wanted
to be in a non-smoking room.
This room smells of cigarettes.
(2923)
Smoke odor in room
Smoke odor in hallway
Smoke odor in designated non-smoking room
Odor-Free room
Odor-Free hallway
Odor-Free room
Guest perception that room type
requests are honored
www.wyrickenterprises.com 949-461-0279
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Define Internal Customer* Requirements
CUSTOMER*
COMMENT
IMAGE OR
ISSUE
REQUIREMENT
Smoking Rooms take
longer to clean because
they are messier, and we
have to call for
ozone/natures mist
Suppliers on smoking floors
should have lots of supplieslike blankets, bedspreads,
shower liners and curtains
I dont like cleaning
smoking rooms because
they smell bad
*Note: Customer is Housekeeping Room Attendants
Need adequate time and
clear process to address thespecialized needs ofcleaning a smoking room
Adequate soft good supplies
Odor-free smoking rooms
Time allotment to clean smoking
rooms; no current process forsmoking room cleaning
Smoking rooms require more
frequent changing of soft goods
Odor in smoking rooms
www.wyrickenterprises.com 949-461-0279
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Define Process Mapping
www.wyrickenterprises.com 949-461-0279
7/30/2019 Six Sigma Project Example
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Define Process Mapping
www.wyrickenterprises.com 949-461-0279
7/30/2019 Six Sigma Project Example
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Define Process Mapping
www.wyrickenterprises.com 949-461-0279
7/30/2019 Six Sigma Project Example
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Measure Data Collection Plan -Reservations
What How What When
% of smoking
roominventory
local hotels;
% Discrete?# of designated smoking rooms divided by the total
number of rooms
Calling
local
hotels
Gathering
roomtype
information
1/31-2/10
Comparative
Hotel Smoking
RoomData
Spreadsheet
#of times thereis no res. Due
to lack of room
type availability
- SM/NS
Count Discrete# of no-sell, due to lack of inventory availability - non
smoking; smoking
In-house
reservation
s tracking
All
incoming
calls
2/5-2/10
Reservation
Data
Spreadsheet
SamplingCollection
Recording
Other
Condtio
nsMeasure
Type
Measure Type Data
Operational Definition
DATA COLLECTION PLAN WORKSHEET for Reservation ProcessClarify Data Develop Operational Definitions
Collection Goals and Procedures
www.wyrickenterprises.com 949-461-0279
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Measure Data Collection Plan - Check-In
What How What When
#of non-
smokers in
smoking rooms
Count DiscreteAll occupied smoking rooms with registered guest's
Special Service Code of XNSor NSReport
All
smoking
rooms
1/22-1/28;
2/2-
2/7;2/28-
3/4
Fna Data
Compilation
Spreadsheet;
NS in SM Room
tab
#of room
moves due to
smoke smell
Count DiscreteFromthe RoomRate Change Report any room
move that is described as being due to smoke smell
Report
Run during
Night Audit
All rooms 1/31-2/9
Final Data
Compilation
Spreadsheet;
RoomMovestab
DATA COLLECTION PLAN WORKSHEET for Check-in ProcessClarify Data Develop Operational Definitions
Collection Goals and Procedures
SamplingCollection
Recording
Other
Condtio
nsMeasure
Type
Measure Type Data
Operational Definition
www.wyrickenterprises.com 949-461-0279
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Measure Data Collection Plan - Room Cleaning
What How What When
Smoking
Rooms ozoned
due to Smoke
Odor
Count Discrete Smoking Rooms receiving ozone treatment by dateHSKP RA
data
All ozone
requests +
RA
notation
1/22/03-
2/11/03
Final Data
Compilation
Spreadsheet &
HSKP Smoking
Rooms Data
mo ng
Rooms
Nature's Misteddue to Smoke
Odor
Count DiscreteSmoking Rooms receiving Nature's Mist treatment by
dateHSKP Data
All
Nature's
Mistrequests
1/22/03-
2/11/04
Final Data
Compilation
Spreadsheet
#of Defects
due to smoke
odor
Count Discrete
Using SGR Groups of Cleanliness &Check-In, with
Categories of Odor &RoomAssignment, with Detail
of Odor in Room, NSRoomSmells Like Smoke &
Smoking Pref Gtd, Smoking Pref Req.
HSKP
Report
All defects
in the
system
9/1/02-
2/17/03
Baseline Data
Spreadsheet
Effectiveness of
RoomCleaningProcess for
Smoking
Rooms
Index ContinuousMeasure of roomsmell acceptability by managers inthe hotel to rooms before and after differing room
treatments
Blind test;
Before and
After
Treatment
7
designated
smoking
rooms
2/3/2003
RoomCleaning
Effectiveness
Excel
Spreadsheet
Sampling
CollectionRecording
OtherCondtionsMeasure
TypeMeasure Type Data
Operational Definition
DATA COLLECTION PLAN WORKSHEET for Room Cleaning ProcessClarify Data Develop Operational Definitions
Collection Goals and Procedures
www.wyrickenterprises.com 949-461-0279
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Measure Performance Measures
Baseline Performance MeasuresCalculation Period =December 1 to February 28
CTQ Calculation Sigma LevelDefects Units % Defect YieldSmoke odor-free guest rooms 41 49663 0.083% 99.917% 4.65
(from Odor in Room & Non-Smoking Guest Room Smells Like Smoke) #occ guest rooms
Smoke odor-free hallway 2 2610 0.077% 99.923% 4.7
(from Cleanliness - Public Space - Odor in Room) #hallways * 90 days
Process for cleaning rooms that have been smoked in 1 1 100.00% 0% 0
#occ rms
December-02 15,025
January-03 19,039
February-03 15,599
TOTAL 49,663
www.wyrickenterprises.com 949-461-0279
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Measure - Comparative Hotels
0.05 0.10 0.15
8.0
8.5
9.0
9.5
% of Smoking
RoomC
leanGSI
Room Clean G =9.18968 - 3.34758 % of Smoking
S =0.316058 R-Sq =12.7 % R-Sq(adj) =7.6 %
% Smoking Rooms as a Predictor of Cleanliness GSI
Correlations: % of Smoking Rooms, Room Clean GSI
Pearson correlation of % of Smoking Rooms and Room Clean GSI = -0.357P-Value = 0.134www.wyrickenterprises.com 949-461-0279